CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.
Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment. **
Position Overview**
CWT is seeking a Sr Client Executive, Enterprise Customer Management
Serves as the primary contact for building and maintaining a long-term and profitable business relationship between CWT and one or several global strategic clients providing project management, strategic leadership, and direction in order to retain, expand, and develop travel programs within an assigned client portfolio
A key part of the role is the direction, management, and global co-ordination of CWT’s country services bringing mutual benefit to both CWT and our clients. Up-selling additional products, services, and markets to the account is an integral part of this role **
Position Description**
- Client portfolio
- Manage one or more relevant and complex accounts taking care of customer management at country, sub-regional or regional level
- Client Activity
- Own and build the relationships with a defined base of strategic global clients and work collaboratively with them to drive results for their travel program and CWT
- Identify and drive opportunities for upsell/cross-sell within a defined global client portfolio
- Set up business rhythm including business reviews both internally and externally with agreement from customers. Leverage CWT tools and relay relevant communication and updates in a timely manner
- Deliver insight & actionable recommendations to the customer, leveraging CWT resources (RCE, PM Effectiveness) and tools (e.g. CWT AnalytIQ’s).
- Optimize Client Relationship
- Anticipate and lead retention strategy
- Support a bid avoidance strategy or strategy to win 18 months before end of contract or sooner by taking the following actions: Intelligence gathering, review of relationship mapping and voice of the customer feedback, identification of customer pain points along with previous contract execution, and delivery and a review of current financial health and fees
- Build a compelling RFP proposal where appropriate with support from multi-functional teams. Follow CWT process and seek necessary validation when required. Present to client(s) in coordination with other functional teams and senior team members / stakeholders when required
- Frequent engagement with the customer to understand how CWT can bring value and mapping the CWT value proposition to client’s needs to enable revenue generating activities such as upselling new offerings or cross-selling core offerings such as Hotel or Meetings & Events
- Negotiation and Implementation
- Support the global sales team in new business negotiations whenever required with activities such as introduction to prospects, showcasing PM value proposition, and sharing experiences/data trends and/or best practices with prospective customers
- Support new global account implementation for assigned accounts including:
- in partnership with the implementation team check in on implementation progress and provide guidance as needed
- execute required communication and change management with the client
- train the client in the acquired CWT products (myCWT, CWT Messenger, Price Tracker, AnalytiQs)
- schedule further training as needed
- ensure handover with Sales to carry out contractual obligations post-go live
- Client Consultation
- Become a trusted advisor of the customer to recommend and drive the best travel program for them, drawing on the existing CWT diverse global network of talent.
- The primary point of contact for the customer at CWT
- Keep the client informed of CWT’s online and mobile strategy to drive solutions to the client's travel program that increase savings and deliver an improved traveler experience.
Qualifications
Position Requirements
Experience & Education
- Experience
- 5+ years of proven experience in global sales or program management within a customer solution-oriented environment. Experience within the travel industry will be highly regarded
- Strong influencing skills and outstanding written and verbal English communication skills. Writing skills for client and senior management-facing documents. Highly developed presentation skills
- Excellent critical thinking, negotiation, and problem-solving skills.
- Demonstrated initiative and strong attention to detail
- Keen customer service orientation
- Knowledge of the travel industry and market nuances
- Ability to work within a multicultural environment
- Education: Bachelor’s degree or equivalent experience in travel industry preferred
- Languages
- English fluent, written and oral
- Foreign language skills are desirable
- Knowledge, skills, and abilities (KSAs)
- Leadership
- Passion
- Caring
Integrity **
CWT is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
CWT** also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to TalentAcquisitonAmericas@mycwt.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.
